Mortgage Servicing: Customer Service Team Lead

Carrington; Phoenix (AZ); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match (50% of the

Educational reimbursement

Training programs for career growth

Employee referral bonuses

Carrington Charitable Foundation

Discount portal for wellness, dining,{

Job summary

Carrington Mortgage Services in Phoenix is seeking an experienced Customer Service Supervisor to lead a high-performing contact center and redefine the homeowner experience. You’ll oversee real-time issue resolution, escalations, and operational efficiency while coaching a team of support professionals.

The role requires a motivated leader with mortgage servicing, financial services, or fintech experience and a strong analytical mindset to drive client outcomes.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Mortgage servicing, financial services, or fintech experience.
• Strong analytical skills to interpret data and improve performance.
• 3–5 years in a consumer-facing operations environment.
• 2–3 years managing a team of 5+ with coaching ability.
• Proficiency with Google Workspace and modern web-based applications.
• CRM experience with Zendesk or Salesforce.
• Experience with workforce management tools.
• High school diploma or GED required.

Responsibilities

• Resolve client issues in real time with timely, accurate, and empathetic support.
• Triage and manage escalations and complaints, driving swift resolutions.
• Identify opportunities to improve processes and drive efficiencies.
• Coach, mentor, and develop team members to build a best-in-class operation.
• Elevate the voice of the customer to inform product and service improvements.
• Test, implement, and optimize contact center tools and platforms.
• Collaborate cross-functionally across the customer lifecycle.
• May manage a team handling loans requiring specialized handling (e.g., HELOCs).
• Oversee ticket management to meet SLAs and communicate feedback tasks.
• Provide performance coaching and develop talent to improve results.
• Take on additional responsibilities to support team success.

Skills

Leadership & coaching

Analytical skills

Mortgage servicing knowledge

Education

Bachelor’s degree or equivalent professional experience

High school diploma or GED

Tools

Zendesk

Salesforce

Google Workspace

Workforce management tools

Job description

Carrington Mortgage Services in Phoenix is seeking an experienced Customer Service Supervisor to lead a high-performing contact center and redefine the homeowner experience. You’ll oversee real-time issue resolution, escalations, and operational efficiency while coaching a team of support professionals.

The role requires a motivated leader with mortgage servicing, financial services, or fintech experience and a strong analytical mindset to drive client outcomes.